Public Assistance Program Supervisor

Public Assistance Program Supervisor

Requirements

• High School Diploma or GED equivalent
• Six (6) years full time business or office experience involving a high level of customer service
• Three (3) years must include working in a human services environment
• Two (2) years full time experience supervising and managing employees that includes directing work activities and evaluating employee performance
• Candidate must pass human services background checks
• Candidate must possess the ability to use multiple databases and computer programs
• Candidate must possess the ability to learn and apply new computer skills on a regular basis
• Candidate must possess the ability to apply math concepts and calculations in the work environment
• Candidate must possess the ability to apply common sense to problem solve in a work environment
• Candidate must possess the ability to adapt to fast paced, high volume and ever-changing work environment and be able to handle high stress situations
• Candidate must adhere to strict confidentiality guidelines and appropriate release of information guidelines
• Candidate must possess knowledge of Microsoft products such as Outlook, Excel, Word, etc.
• Candidate must possess the ability to read and comprehend instructions, correspondence and dept policies and procedures
• Candidate must possess the ability to keyboard at 35 words per minute

Responsibilities

• Directly supervise daily activities of employees in a public assistance programs unit
• Provides leadership and guidance, ensuring a high level of performance and compliance with County, State and Federal rules and regulations
• Addresses employee concerns and resolves problems in collaboration with department administration and County Human resources
• Assists in developing educational and professional development opportunities for staff
• Provides honest feedback, positive coaching, and performance evaluation daily, weekly, monthly, and annually as needed
• Creates a psychologically safe work environment that fosters a high level of employee engagement within the division by ensuring that staff are provided with adequate resources, clear expectations, training supports, and effective communication consistently
• Regularly reviews employee productivity and quality outcomes, providing training as necessary
• Ensures appropriate time is spent on tasks assigned to each employee
• Reviews workload for the unit, lane, and division daily and sets appropriate prioritization levels for workload
• Distributes work to staff based on identified prioritization and ensures work is completed
• Addresses workload redistribution based on staff absences, demand increases/decreases and changing prioritization needs
• Ensures adequate appointment setting and assignment of related tasks for each employee and lane requirements
• Review daily workload reports, trend data and forecast for historical and anticipated demand
• Collaborates frequently with Operations Managers and other leaders on business processes, rules, regulations, processes, and system operation adjustments to improve division outcomes
• Responds to client escalations as needed to support staff and community needs
• Maintains detailed working knowledge of program rules, regulations, processes, and system operations
• Reviews timeliness, accuracy, customer service and additional areas for each direct report to ensure the division is providing the highest-level eligibility and service outcomes possible
• Participates in special projects, taskforces, workgroups, and conferences regarding public assistance programs, policies, and system operations
• Collaborates with other divisions, community partners, peer counties and the state as needed in support of eligibility programs and staff
• Makes recommendations for improvements and changes as appropriate

Preferred Qualifications

• Successful completion of a bachelor’s degree preferred